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Welcome

Your guide to Telstra International

Last update: June 2010

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Contents

Welcome About Telstra International

Recent awards What our customers say

03 04

05 06

Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go Go

About Telstra

Solutions portfolio

Network solutions Hosting solutions Security solutions Value Added Service solutions Telstra's network Telstra's data centres Telstra's key partners

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08 09 10 11 12 13 14

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Support

The Hub Who should I contact? Logging a ticket Ticket logging flow chart Monitoring processes Technical information Escalation guidelines Escalation diagram Complaints procedures

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16 17 18 20 21 23 25 26 27

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Key contacts

Key contacts ­ UK Key contacts ­ International

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Welcome

Welcome to Telstra International

We are delighted to welcome you to Telstra International, a leading supplier of global network, hosting, data centre and voice solutions. By choosing us as your telecommunications partner, you have chosen to benefit from the expertise, innovation and integrity that are the hallmarks of our company. This guide is designed to tell you all you need to know about working with Telstra, from the full range of solutions available to your business to the high levels of service and support you can expect from us. At Telstra, we pride ourselves on our Service Excellence, delivered through responsive, proactive account managers and highly qualified engineers at our European Customer Service Centre. Furthermore, as a Telstra customer you now have access to the Telstra Hub ­ the online portal designed to help you monitor and manage your services anytime, anywhere. Thank you again for choosing Telstra, we look forward to working with you to build a successful and lasting partnership. The Telstra International Team

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About Telstra International

Telstra International, EMEA is a leading supplier of managed network, hosting, data centre and voice solutions. Our investment in Next Generation IP networks in the UK and worldwide means we can deliver innovative and bespoke solutions combined with dedicated service and support to our customers. Every day, our customers benefit from:

World-class products and solutions As an experienced IP provider, we can give your business an edge and ensure your IT is future ready. Telstra is one of the largest and most diverse providers of IP networks in Asia Pacific and - with access to over 1,100 PoPs worldwide - we deliver world class IP solutions across more than 55 countries. Dedicated customer service and support Telstra is committed to continuous service improvements and we offer our customers stringent service level agreements. We have over 3,500 global sales and service professionals around the world, all highly qualified to provide you with effective support when you need it. In the UK, our European Customer Service Centre offers free support from trained engineers, 24/7. Business reassurance Telstra's reputation as a reliable, dedicated and innovative company is the result of more than a century of serving customers and investing in their future. Our investment in the latest technologies and state-of-the-art data centres combined with our financial strength for future investment makes Telstra a strong, dependable and trusted partner.

About Telstra Solutions portfolio

Telstra International, EMEA is a UK-based division of the leading Australian tier 1 telecommunications and information services company, Telstra Corporation Limited.

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Recent awards

As a leading telecommunications supplier and innovator, Telstra has been recognised by peers across the globe. Key awards and honours from the past year include:

Best International Carrier: Media, Entertainment and Telecommunications Awards Market Leadership Managed Telephony Services: Frost and Sullivan IT Awards Next Generation Service Provider of the Year: Frost and Sullivan Asia Pacific ICT Awards Innovation Award: Global Telecoms Business Magazine Awards Best Asian Telecom Carrier: Telecom Asia Awards The Green Award (Corporate Social Responsibility): World Communications Awards Leadership Conferencing Services: Frost and Sullivan IT Awards

Drew Kelton, Managing Director of Telstra International, accepting the award for `Best International Carrier' at the Annual Media, Entertainment and Telecommunications Awards.

About Telstra

International Service Excellence Award: International Council of Customer Service Organisations (USA) Best Mobile Operator: World Communications Award

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What our customers say...

You don't just have to take our word for it. See what our customers say about working with Telstra:

About Telstra

" It was like switching on a light. All our network stability issues just disappeared overnight, as soon as the Telstra IP VPN went live. We had high expectations for the Telstra services we subscribed to, but these expectations have been exceeded." Nick Crane, Family Mosaic

" Our disaster recovery capabilities are more resilient and our IT infrastructure is far more efficient, enabling us to provide improved service levels to our customers. We receive consistently high levels of service from Telstra." Neil Pamment, Denton Wilde Sapte

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" It is important for us to deliver a high quality working experience for our employees, whether they are in the office or assisting with an oil tanker disaster in the North Sea. Telstra's IP VPN and co-location service gives us secure and reliable connectivity, which enables us to continue the vital work of the charity, from any location." Ian Exton, World Wildlife Fund UK

" Our annual spend on communications has been cut giving us a saving of 40%, part of which can be passed onto our customers. The technical team at Telstra is very flexible, and we are happy that our security and business continuity are of the highest standard." Chris Lord, Lorien

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To read more from our customers, visit http://www.telstra-international.co.uk/industries/

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Solutions portfolio

About Telstra

Your business demands flexibility, reliability, security and speed for your telecommunications and connectivity. At Telstra International, we deliver a portfolio of class-leading solutions combined with superb customer service.

Find out more about how Telstra International can enhance your business communications:

Solutions portfolio

Network Solutions Hosting and Security Solutions Value Added Services Solutions Telstra's Network Telstra's Data Centres Telstra's Key Partners

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Interested in finding out more? Contact your account manager for more information or call our sales team: 0800 856 2120 e [email protected]

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Network solutions

Dependable communications are essential for any business. Telstra's Next Generation global network means you can choose anything from a worldwide Virtual Private Network to simple ADSL connectivity, whatever is best for your business.

IP VPN A Virtual Private Network from Telstra is fast, flexible, robust and offers you guaranteed service levels. Our truly global network allows you to connect to more locations than ever before. Ethernet Private Line Global connectivity using the same Ethernet technology for WAN as you use in your LAN. Dedicated bandwidth allocation up to 1Gbps.

About Telstra Solutions portfolio

International Private Line Global point to point connectivity with SDH interfaces offering dedicated bandwidth allocation up to 622Mbps.

Global Internet Direct Wherever you are in the world, and whatever the size of your business, Telstra's internet access solutions can be tailored to fit your requirements.

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Find out more about Telstra's global network

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Hosting solutions

Telstra Hosting solutions offer you a cost-effective alternative to in-house,routine management.Take advantage of Telstra's expertise and free up your own IT team to focus on more strategic projects that will add direct value to your business.

Managed Utility Server A managed virtual server with an uptime of 99.99% and resources purchased in units for CPU, RAM and storage, typically deployed for medium sized solutions. Managed Optimised Servers Managed virtual servers deployed onto server infrastructure dedicated to your solution. This service provides the maximum level of flexibility for virtualisation optimised for your specific solution requirements and is not bound by the traditional limitations of a physical server. Managed Dedicated Server A managed dedicated physical server typically deployed for resource hungry business critical applications such as Oracle or Microsoft SQL. Global Data Centres Telstra's resilient UK data centres offer you a flexible, cost-effective and scalable solution to co-locate your IT infrastructure. You get direct connection to our high speed IP backbone, an optimal environment and uninterruptible power supply. Managed Storage Priced according to usage, this scalable data storage solution is individually tailored to your needs. Provides complete disaster recovery and business continuity capability.

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Security solutions

Protecting your network, systems and data from a multitude of malicious threats has never been so difficult, costly or time-consuming. Trusted around the world, Telstra's security solutions offer impregnable protection 24/7, 365 days a year.

Managed Firewall Use Telstra expertise to secure your network. Our Managed Firewall service offers continuous proactive monitoring and management. The solution can be precisely tailored to your preferences.

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Find out more about Telstra's data centres

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Value Added Service solutions

The range of telephony solutions from Telstra International offers you improved, dependable call quality, simplified cost management and highly competitive tariffs. With 08 and 03 prefix numbers available and our renowned customer support included, Telstra ticks all the boxes.

IP Voice Let Telstra help you maximise the return from your network infrastructure by using it to route your telephone calls. Our solutions are flexible, cost-effective and fully scalable.

About Telstra Solutions portfolio

Traditional Voice Telstra's Traditional Voice services are about offering you savings on your call costs. Choose us for calls to specific destinations only or transfer all your telephony to us. Call Routing Services Transform how you manage your in-bound calls. Telstra offer a range of `number translation services' providing freephone, local rate, national rate or premium rate calling options to your customers. Conferencing and Collaboration Telstra's range of audio, web and video conferencing makes the world a smaller place. Work collaboratively with colleagues across the globe simply, cheaply and immediately.

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Telstra's network

As your business expands nationally and globally, you need a truly global telecoms supplier to support your increasing communications needs. At Telstra, our network partnerships allow us to deliver a complete end-to-end service across the world.

Our REACH Network operates one of the most diverse high speed cable networks in the Asia-Pacific region and this coverage is matched across the globe via partnerships with other worldwide carriers, delivering:-

About Telstra

Over 1,100 points of presence in over 55 countries across five continents Consolidated service management across any partner network One point of contact, one contract and one bill End-to-end mapped class of service

In the UK, we have invested in our own Next Generation IP Network to deliver the latest technologies to our customers. In all, Telstra owns or shares access to 4.5 million km of transmission fibre worldwide, supported by a satellite capability with direct coverage to more than two thirds of the earth's surface.

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Telstra's data centres

The London Hosting Centre (LHC) and the Cambridge Hosting Centre (CHC) are state-of-the-art data centres owned by Telstra, providing high end Hosting and Co-location services in the UK. With over 11,500m2 available, they are specifically designed to support complex data and web hosting, with the CHC offering a higher energy capacity per metre2 than traditional data centres.

Guaranteed power Both data centres power directly from the National Grid and benefit from a series of backup measures - including Uninterruptible Power Supply (UPS) systems on each floor and backup generators - to ensure continuity of service in the event of external problems. Our systems are regularly tested using `Black Building' power failure simulation tests for complete confidence. Resilient connectivity The data centres are redundantly interconnected via our network backbone, ensuring diversity and resilience are always maintained. Our network is subject to strict monitoring by trained Telstra engineers, to ensure any problems are immediately acted on and resolved. Complete protection Advanced climate control systems supporting the humidity and cooling of each suite are in place within all technical areas of our hosting centres. The facilities are protected internally by VESDA ­ Very Early Smoke Detection Apparatus - and Argonite fire suppression systems. Rigorous security Both sites are monitored by CCTV and manned by professional security staff 24/7/365. Access to the sites is strictly controlled via pre-validation of all visitors and proximity access swipe cards are required for access to all technical areas.

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Telstra's key partners

Telstra's ability to bring the most advanced technological solutions to the market is maintained by our relationships with our Technology Partners.

These Partners are trusted global brands who are continually developing innovative solutions at the cutting edge of information and communications technology. Our technology partnerships provide customers with the reassurance that the solutions we deliver are using the very latest advances from recognised suppliers.

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Partners

Solutions portfolio

VMware Checkpoint* Cisco Foundry HP Microsoft* RedHat*

Virtual infrastructure Network security solutions Network equipment and network management Network infrastructure Managed Server hardware Managed Server infrastructure Managed Server infrastructure

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* Telstra is also accredited by these companies under their Partnership schemes.

Find out more about Telstra's accreditations

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About Telstra

Service excellence

We are committed to ensuring that all our customers have the best possible experience working with Telstra. The information in this section covers all elements of support you will receive from Telstra, as well as ticketing and escalation procedures:

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The Hub ­ your first port of call Who should I contact? Logging a ticket Ticket logging flow chart Monitoring processes Technical information Escalation guidelines Complaint procedures Contents

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The Hub

The Telstra Hub provides a single point of access for all your Telstra services, including the billing portal. Web-based, it's available any time, from anywhere in the world.

You can customise the Hub to define how you view your managed services, by giving services specified names and defining a hierarchy that matches your business's perception, based on geography, importance or purpose. Through the Telstra Hub you can: Monitor and manage your global network in near-real-time, using the service monitoring functionality. This area of the Hub shows a geographic map of your network and also lists your network devices, hosted devices and your users. View and manage your bills*. Swiftly resolve service issues and incidents by raising fault tickets with Telstra Technical Support and view progress on existing tickets. View the progress on your current orders with Telstra. Submit feedback and comments - let us know which additional product features you would find useful or suggest ways we could improve our service to you. If you are an existing customer and don't yet have access to the Telstra Hub, you can create a registration request by selecting `Register' from the menu on the left of the Hub navigation. Complete your details and click `Register'. Please have your Telstra Customer Account ID number to hand. * From Autumn 2009

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Who should I contact?

This section helps you identify the most appropriate person to deal with your queries and issues, by outlining the roles and responsibilities of your key contacts within Telstra International.

European Customer Service Centre (Retail customers) Email [email protected] 0800 856 0000 Int +44 20 7965 5100

The ECSC will log and progress faults, technical queries, change requests and configuration changes. The ECSC will issue you with a reference number and keep you informed on the progress of your query and logged ticket.

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Global Customer Service Centre (Wholesale customers)

Email

[email protected]

Telstra's Wholesale customers should contact the Global Customer Services Centre direct. We offer a Freephone number from many countries, which are on the `Key contacts' section of this guide.

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Service Manager

Email

Account Manager

Email

service-management @intl.telstra.com

[email protected]

If a Telstra International Service Manager is assigned to your account, they will act as your primary interface for enquiries and issues relating to contracted products and services provided by Telstra. The Service Manager is available for service reviews, liaison for issues that are not service affecting, delivery of any contracted performance reports and to make recommendations based on these reports. The Service Manager's primary responsibility is to work with you to ensure you gain maximum value from your solution and from Telstra International.

Your Account Manager acts as an overall interface into Telstra International - covering all Telstra International products and services. You can expect your Account Manager to provide guidance and assistance on the different products and services on offer from Telstra. Your Account Manager will be your primary contact for all enquiries relating to purchase of products and services available from Telstra.

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Logging a ticket

The initial communication received, whether by telephone or email, generates a reference number from our ticketing system. This reference is a record of your communication with us. If you do not receive a ticket number then please ask for one. If multiple emails or calls are received concerning a single issue, the ECSC may, at our discretion, combine these into a single ticket. If a single call is placed regarding multiple issues, these may be split into multiple tickets. The principle is that there is one primary ticket per incident, which aids tracking and subsequent reporting. By The Hub You can raise a ticket through the Telstra Hub. Simply login and click on the `Support' link under `My Accounts' in the left hand navigation and fill in the information required. A ticket number will then be allocated. You can also use this section of The Hub to follow the progress of this or any other open tickets you have raised. By facsimile +44 (0) 20 7531 0646 By email Email [email protected] Emails create an automated response, which includes issuing a reference `ticket number'. This automated response records the time Telstra International receives the email and we have a 30 minute target response time once we have received the email notification. Faxes may be requested to clarify ambiguity in telephone conversations. We will contact you by telephone or email to confirm receipt, if required, and deal with the problem as described.

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Opening a new ticket

By telephone 0800 856 0000 +44 20 7965 5100 A member of our support staff receives your call and takes your details and a description of the problem. If possible, we will solve your problem immediately. If we cannot solve the problem immediately, we will issue you a ticket number and begin further troubleshooting without delaying you any longer on the telephone.

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Logging a ticket cont...

Follow up and resolution Our aim is that, within 30 minutes of receiving your email, we will call or email you to confirm we are working on the case or request more information. A support engineer will then investigate the problem and, if necessary, ask for advice from an in-house specialist as an escalation point. Standard priorities and response times Telstra identify four levels of prioritisation, according to the severity of the issue. Prioritisation levels and response times are specific to individual products and Service Level Agreements. For details, please refer to your Service Guide, which is available from your Account Manager. For guideline Priority1 escalation times, please click here. Closing a call When we have resolved the problem, we will attempt to contact (phone and/or email) the individual who opened the ticket to confirm and agree that the ticket can be closed. An email with an overview of the solution and intermediate actions for this ticket will be sent to the customer contact. If no contact is made by the customer to the ECSC within two business days, after repeated closure requests via phone/email, the ticket will be closed.

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Ticket logging flow chart

About Telstra

Customer calls Telstra Support

Customer emails [email protected]

Monitoring alarm

Support Desk opens tickets in appropriate ticket queue

Ticket automatically created in appropriate ticket queue

Support creates ticket in appropriate queue and calls the customer

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Support works on the problem

NO

Is customer carrying out maintenance? YES

Can Support fix the problem? NO YES

Support Desk closes ticket

YES Problem solved?

NO

Support

Dedicated group fix the problem and close subticket

Support verifies the solution with the customer

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Monitoring processes

Private Lines circuits for Managed Services When our automated monitoring devices determine that one of the circuits for a customer is down, the following `alarm procedure' is implemented: ECSC will check the customer details and search for circuit information in the customer database. ECSC will acknowledge the alarm and reference the automated ticket number against the alarm. ECSC will contact the customer to inform them about the issue and asks them to: - Check cabling - Power cycle the router and modem If it is still not working, ECSC will attempt to admin up the circuit. If it is still not working, ECSC involves Network Operations and/or Telco. The ticket will be closed once the alarm is cleared. Any-to-Any circuits Please be aware that Telstra International cannot monitor Any-to-Any circuits. Therefore, support engineers can only react to tickets raised by a customer when this type of connection is faulty or has gone down. In these circumstances, the following troubleshooting procedure will be implemented: Customer Support will check the customer details and search for circuit information in the customer database. Customer Support will contact the Telco and ask them to perform an alarm check. If an alarm is present the Telco will investigate fault and report back in one hour. Customer Support will endeavour to update the customer hourly with an update. If the Telco confirms circuit not faulty, Customer Support will ask customer to investigate internally.

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Ticket created, logging all actions taken and ticket number provided to customer.

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Monitoring processes cont...

Managed Server For Managed Server, Support monitors all the customer's machines on a 24/7 basis for the following alarms/errors: HTTP ICMP HTTPS CPU usage. Telstra sends a pro-active email notification to their customers to inform that CPU usage is 80% or higher. Disk usage 1st/2nd level troubleshooting process. In case of an alarm on one of your servers, the following alarm procedure is implemented: ECSC checks the customer details and searches for server information in the customer database. ECSC opens a hosting ticket for tracking purpose with copy/paste of the 1st Netcool event. ECSC acknowledges the alarm and puts the ticket number in the journal. ECSC contacts the customer to check if they are doing maintenance(s) on their server(s). If yes, ECSC updates and closes the ticket and informs the customer per email. If no, the monitoring team immediately starts 1st and 2nd level troubleshooting. If the issue cannot be resolved remotely, it is escalated to the appropriate 3rd level data centre engineers on site. It is the responsibility of the ECSC monitoring team to feedback regularly to the customer with a status report. If the customer is unreachable by phone, the report is emailed to the technical contact in the Telstra International database.

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Technical information

Telstra provides three DNS resolvers for your use and whose details need to be entered into your TCP/IP settings. 154.32.105.18 154.32.107.18 154.32.109.18 Email Server Information Telstra smart host for outgoing email: Telstra backup mail machines: relay.uk.telstra.com mx1.uk.telstra.com mx2.uk.telstra.com mx3.uk.telstra.com

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Further Information Leased line services are designed to operate using SMTP mail. If you are running an internal mail system such as Microsoft Exchange or CC mail, email will need to be converted into SMTP format. Many email systems are designed with in-built SMTP gateways, but others may need additional gateways. Outgoing Email Email destined for the outside world should be routed directly to your own internal mail server. Your mail server should be set to perform DNS lookups and direct mail to the appropriate receiving host. Incoming Email Email from the outside world will be routed directly to your mail server. Telstra offers backup mail machines (listed above) which will hold email if your mail server is unreachable. Email is stored for one week on the backup mail servers, which automatically download email once your mail server comes back online. If this does not happen within one week, email is returned to the sender.

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Technical information cont...

If you are implementing any filtering,it will be necessary for you to allow SMTP connections over port 25,from our network range 154.32.64.0 255.255.192.0,as we may change the IP addresses of our mail machines at any time.

About Telstra

It is also advisable to close your mail relay, to avoid any form of abuse on or from your mail machine. Please refer to your systems administrator or manufacturer to confirm how to close this. To help you check that your account is working Telstra provides an echo facility. Sending an email to [email protected] results in an automatic reply quoting your original message. DNS requests e [email protected] (Note that DNS requests can only be processed Mon-Fri during normal office hours.) All DNS requests should be sent via email as follows: Enter your company name and the SSID of the service concerned into the subject line of the email. Provide detailed information relating to the DNS updates required. Change control e [email protected] (Note that Firewall & Load Balancer policy change requests are processed within 1 working day, Mon-Fri during normal office hours.) If you require changes to be made to your existing solution such as Firewall policy updates,Load Balancer configuration updates,user account administration etc,please send these requests via email as follows:

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Enter your company name and the SSID of the service concerned into the subject line of the email. Provide detailed information relating to the changes/updates required. When requesting Firewall policy updates, please update and send as an attachment with your message the original Firewall policy document provided to you by the implementation Project Manager.

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Escalation guidelines

The following are guidelines describing when Telstra International escalates problems from one level to another. This escalation process is for single faults only and not for those which are part of a major incident.

Note these guidelines represent the maximum escalation thresholds. Telstra International routinely escalates problems faster than the times below, based on the nature of the problem.

Priority

1 2 3-4

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Support Team Leader

3 hrs 6 hrs 2 bus days

Manager, Service Desk

4 hrs 8 hrs 3 bus days

Director, Customer Service

6 hrs 12 hrs 5 bus days

Director, Customer Operations SMT

12 hrs

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36 hrs N/A

These guidelines are shown in clocking hours.

Each problem is assigned a priority by our engineers, based on its severity and impact. These are default priorities only and are subject to review and re-classification based on the initial assessment of the issue and their impact of the overall solution. Service outages are classified as priority 1 and service degrades are priority 2. Please note that in the event of disruption caused by a third party, response times are subject to the response times of that third party. In all cases, we begin to clear the fault when we receive a telephone call, email or fax.

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All faults should be logged with the Support Centre by calling 0800 856 0000 or emailing [email protected] If you would like to initiate an escalation, please contact the Support Centre detailing the trouble ticket reference and they will begin the escalation procedure internally with the relevant team member. That person will then manage the escalation on a peer to peer basis with the relevant technical teams.

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Escalation diagram

Escalation hierarchy and intervals for priority 1 incident

About Telstra

CEO

Senior Management Team

12 Hrs

Solutions portfolio

Director: Service Management

Director: Support

6 Hrs

Manager: Service Management

Manager: Support

4 Hrs

Support

Service Manager

Support Team Leader

3 Hrs

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Complaints procedures

Code of Practice regarding Complaint Handling and Dispute Resolution for Telstra International Customers.

1. Introduction Telstra International is part of the Telstra group of companies, which is a world leading telecommunications organisation employing a global tea, of over 40,000 employees. Telstra is also one of the largest players in the UK business markets with over 10,000 clients. Telstra can provide customers with a wide range of services including clear voice and reliable data communications, flexible internet access, managed network solutions, hosting and a wide range of network security services. Further information about Telstra and the services provided can be found on our website (telstra-international.co.uk). To order further services from Telstra, please call our Account Management Team (0800 849 9000).. Telstra are committed to: Dealing with customer concerns or complaints promptly, fairly, completely and courteously; Keeping you informed about how we propose to act, how log it should take and what the results of our action are. If Telstra has failed to deliver the services as promised, or if there are any concerns with the way any service issue has been handled, customers can contact the Customer Relationship teams, whose details are set out below. The following code sets out the procedure for handling issues raised by international customers:

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Complaints procedures cont...

2. Reporting problems In the first instance, customers should use the following details to contact the Customer Relations Team, in order to resolve any problems with our services or invoices:

About Telstra

0800 856 0000 Or e [email protected] When a customer logs an issue or query with Telstra, these are directed to the Customer Relationship teams. 3. Complaints 3.1 Complaints with Telstra Services: When dealing with complaints, Customer Relations Executives aim to assign a complaint to be dealt with by a team member within 48 hours. Then, the Customer Relations Executives will liaise with the relevant internal departments to investigate the complaint and customers will be kept fully informed at all times. Where possible, Telstra will try to resolve customer concerns at the first instance of contact. However, complex complaints may take some time to resolve. In the event that the member of the Customer Relationship Team cannot resolve a customer concern on first contact, the customer and the team will agree on an appropriate course of action. Once a full investigation has been completed, the Customer Relations Executive will provide full details and a summary to the customer.

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If a credit is required, this will be raised by the Customer Relations Team and applied to the account. Telstra will aim to provide a full conclusion to a complaint within 8 weeks If Telstra is unable to provide a full conclusion within 8 weeks, it shall notify the customer of this and the estimated time to resolve.

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Complaints procedures cont...

3.2 Complaints with Telstra Handling of Issues and Personnel: There is further help available if customers have a complaint about the handling of any issues that they have reported to Telstra or if customers are not satisfied with the course of action that has been proposed by the Customer Relationship Team, or if customers feel they have not had a fair hearing. In this instance, customers should contact Telstra's Customer Relationship Team. The team may be contacted by email, telephone or post as follows: e [email protected] 0845 685 8569 Customer Relations, Platinum Building, St Johns Innovations Park, Cowley Road, Cambridge, CB4 OWS. Such complaints will be escalated to a manager who will review the complaint and resolutions offered and then shall discuss the complaint with the customer. The Director of Service will also have visibility of the complaint. 4. Our terms and conditions, including prices and tariffs The terms and conditions for Telstra services are set out in the contract the customer signed when first ordering the services. The minimum contract term, a description of the services (including any rebate schemes) and agreed pricing were provided as part of that contract. The customer can obtain a further copy of the contract by contacting Telstra's Account Management team on 0800 856 2120.

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Key contacts ­ UK

Need support?

Support queries (ECSC): e [email protected] 0800 856 0000 Int: +44 20 7965 5100 +44 20 7531 0646 e [email protected] 0845 685 8519 e [email protected]

@

About Telstra

Non-technical queries: Service Management: Domain name issues:

[email protected]

We can deal with your query more swiftly if you have the following information to hand when you call: A detailed description of your problem Your organisation's name The ID number for your Telstra service A contact name A contact phone number Support staff will assign you a support ticket number for your problem. The support ticket is used to track the progress of your query and record any new information supplied. See information under `Support' in this Guide for more information.

Solutions portfolio

Other enquiries:

General Enquiries Sales Accounts 020 7965 0000 0800 856 2120 e [email protected] 0845 685 5994 e [email protected]

Support

Contents

Key contacts

Need support?

www.telstra-international.co.uk 30

Telstra Hub

Welcome

Key contacts ­ International

Global Customer Support Centre

Please note these numbers are for Wholesale customers only.

About Telstra

e

[email protected] Australia Japan South Africa China (South) China (North) South Korea Taiwan Singapore Thailand Germany Malaysia United Kingdom Hong Kong New Zealand USA/Canada India Philippines Indonesia PNG Worldwide 1 800 028 555 00531 616127 0800 993051 10800 2610121 10800 6100121 0079 86110275 0080 1 61 1253 800 6161062 001 8006 110 276 0800 1878821 1800 801740 0800 892067 800 962068 0800 445593 1800 582 0172 000 800 6101004 1800 1611 0115 001 8036 1274 0508 61095 +61 2 8289 8222

Solutions portfolio Support

Contents

Key contacts

Need support?

www.telstra-international.co.uk 31

Telstra Hub

Information

Business Welcome Pack

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